Vendor QA Manager

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The Vendor Quality Assurance Manager is accountable for the service delivery and successful execution of all tasks across the quality assurance team. The Manager will directly manage team members and guide them through career growth. Responsibilities include managing team capacity, ensuring adherence to timelines, and monitoring efficiency through regular reporting on ticket throughput and defect rates. The Manager applies depth and breadth of knowledge to facilitate training and align tasks to promote standards and scalability.

The role requires a technical orientation, strong process and analytical skills to resolve complex client issues, initiative, learning agility, Health and Welfare domain knowledge, and effective communication skills.

• Coaches others on translating vendor file requirements into test scenarios and test cases.
• Collaborates with internal teams to understand current inefficiencies and implements improvements.
• Maintains and coordinates quality assurance ticket tracking across the team.
• Analyzes test results and identifies issues and trends through metric reporting.
• Leads efforts to promote quality assurance standards and team scalability.
• Continuously learns, applies, and teaches new testing methods and technologies.
• Demonstrates in-depth knowledge of Health and Welfare processing and file impact.
• Establishes and maintains a vendor test plan library for all vendor relationships.
• Facilitates team training and cross‑organizational training on testing methodologies.
• Executes specialized projects as SME, ensuring ticket completion.
• Communicates regularly with external vendors to maintain positive relationships.
• Promotes teamwork and maintains high individual and team engagement scores.

• 7+ years of Benefit administration system and process experience.
• 5+ years of creating and executing test plans.
• 5+ years using Microsoft Excel in a business environment.
• 4+ years of SQL experience.
• 2+ years of coaching, mentorship, training, or leadership experience.
• Understanding of data models and relational databases.
• Ability to work independently and manage time according to deliverables.
• Excellent written and verbal communication skills.
• Meticulous attention to detail.
• Adaptable to new challenges and quick learning in a dynamic environment.

• Bachelor’s degree preferred but not required.
• 8+ years of experience in business analytics, management information systems, human resources management, benefits administration, or a related field if no bachelor’s degree.
• 5+ years of file integration experience.
• 8+ years of experience as a Business Analyst or Systems Analyst.
• Knowledge of case or ticket management systems such as CRM or Atlassian JIRA.
• Advanced understanding of testing methodologies and Health and Welfare business processes.
• Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered.

• Mid-Senior level

• Full-time

• Quality Assurance

• Human Resources Services

Empyrean is an Equal Opportunity

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including disability and veterans.

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